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2012     Global Awards for Excellence in         Adaptive Case          ManagementStreaming live video (36 minutes) of thi...
   Presented by    Keith D Swenson   VP of Research & Development,    Fujitsu America Inc., USA   Chairman,    Workflow...
Introduction2nd Annual Awards for           Excellence in ACM Max PucherLead Judge: John MatthiasCriteria Contributor: ...
Adaptive Case Management   First described in the book:    Mastering the Unpredictable    http://MasteringTheUnpredictabl...
9 Major ACM Challenges1.   Aligning Work with Goals and Objectives2.   Evolving Processes for New and Existing     Cases3....
ACM Challenge 1   Aligning Work with Goals and Objectives    ◦ Define Goals: Use case shows how business users (executive...
ACM Challenge 2   Evolving Processes for New and Existing Cases    ◦ Templates: Use case shows how business users can use...
ACM Challenge 3   Enabling Collaboration    ◦ Define Resources: Use case shows how non-technical business users can      ...
ACM Challenge 4   Capturing Data and Content    ◦ Capture: Use case shows how business users can perform      casework th...
ACM Challenge 5   Exporting Data and Content    ◦ Distribution: Use case shows how business users can create standard    ...
ACM Challenge 6   Configuring the Solution In-flight    ◦ Directory Integration: Use case shows that existing user role a...
ACM Challenge 7   Dynamic Access Control    ◦ Admission: Use case shows how a case manager can make a document or      fo...
ACM Challenge 8   Providing Business Value    ◦ Measured Value: Use case shows how business users can become      more ef...
ACM Challenge 9   Improving Processes    ◦ Change Management: Use case shows that version control      (subsequent) and v...
Categories Customer Facing Public Sector Healthcare Knowledge Worker Innovation                                15
Finalists 2012   Cognocare System for Oncology        nominated by IActive US Corp.   Generali Hellas Insurance Company ...
Finalists 2012 (continued) Norwegian Food Safety Authority     nominated by Computas AS Paneon GmbH     nominated by Ada...
Conundrum   Several submissions were    ◦ Well written, compelling case studies    ◦ Showed how performance can be improv...
Style Spectrum of BPM        Pre-programmed                 Not predefined   Process                   Human          Prod...
Comparison                            PCM            ACMCase Folder Centric Model       Yes            YesDecides at runti...
Production Case Management   Special Honorary Category   Well-written and compelling case studies    of non-adaptive app...
Special Honorable Mention             Special Award for           JM Family Enterprise          Production Case Management...
Special Honorable Mention             Special Award for               New York State          Production Case Management  ...
Special Honorable Mention             Special Award for             Touchstone Health          Production Case Management ...
Adaptive Case Management Awardsby Category                                  25
Customer Facing Category             Silver Award                HSBC Bank                  nominated by             Newge...
Customer Facing Category              Gold Award              Generali Hellas            Insurance Company                ...
Healthcare Category              Silver Award            Vision Service Plan                   (VSP)                  nomi...
Healthcare Category              Gold Award             CognocareHellas               Generali System             Insuranc...
Public Sector Category           New York State Office              Special Mention             of Children and           ...
Public Sector Category                 QSuper              Silver Award              Superannuation                   Fund...
Public Sector Category               Gold Award              Norwegian Food               Generali Hellas             Insu...
Innovation Category               Gold Award               Paneon GmbH                  nominated by              Adaptive...
Best of Show               Judges Choice                   Award               UWV, Netherlands                    nominat...
2012 Winners Recap  PCM Special Mention               Public Sector SpecialJM Family Enterprise,                 Mention...
Thank you!             Our congratulations again to the             Finalists and Winners.             Keith Swenson, WfMC...
Both books are available on    Amazon.com in Print Format.“Taming the Unpredictable” Digital Edition can   be downloaded f...
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2012 Award Winners for Adaptive Case Management

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2012 Winners Announced in Global Awards for
Excellence in Adaptive Case Management

June 6, 2012—Boston, Mass. The Workflow Management Coalition (WfMC) announced today at ACM Live the winners of the 2012 Global Awards for Excellence in Adaptive Case Management. Co-sponsored by WfMC and KMWorld, these prestigious awards recognize user organizations worldwide that have demonstrably excelled in implementing innovative ACM solutions.
more... http://www.adaptivecasemanagement.org/

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Transcript of "2012 Award Winners for Adaptive Case Management"

  1. 1. 2012 Global Awards for Excellence in Adaptive Case ManagementStreaming live video (36 minutes) of this presentation is available at http://www.adaptivecasemanagement.org/ 1
  2. 2.  Presented by Keith D Swenson VP of Research & Development, Fujitsu America Inc., USA Chairman, Workflow Management Coalition Founder, The ACM Awards program Blogging at: http://social-biz.org/ 2
  3. 3. Introduction2nd Annual Awards for Excellence in ACM Max PucherLead Judge: John MatthiasCriteria Contributor: Fred Cummins David Duggal Keith Harrison-BroninskiJudges: Dana Khoyi Tom Shepherd Marco Brambilla K Walter Keirstead Alberto Manuel Sandy Kemsley Chuck Webster Nathaniel Palmer Layna Fischer, Future Strategies IncAwards Director: 3
  4. 4. Adaptive Case Management First described in the book: Mastering the Unpredictable http://MasteringTheUnpredictable.com/ Defined as: ◦ A productive system to support the organization and process structure ◦ It becomes the system of record for the business data entities and content involved. ◦ All processes are completely transparent, as per access authorization, and fully auditable. ◦ It enables nontechnical business users in virtual organizations to seamlessly create/consolidate structured and unstructured processes from basic predefined business entities, content, social interactions, and business rules. ◦ It moves the process knowledge gathering from the template analysis/modeling/ simulation phase into the process execution phase in the lifecycle. ◦ It collects actionable knowledge—without an intermediate analysis phase—based on process patterns created by business users. 4
  5. 5. 9 Major ACM Challenges1. Aligning Work with Goals and Objectives2. Evolving Processes for New and Existing Cases3. Enabling Collaboration4. Evolving Processes for New and Existing Cases5. Exporting Data and Content6. Configuring the Solution In-flight7. Dynamic Access Control8. Providing Business Value9. Improving Processes 5
  6. 6. ACM Challenge 1 Aligning Work with Goals and Objectives ◦ Define Goals: Use case shows how business users (executives, management, process owners) are able to define their objectives, process goals and customer outcomes. ◦ Performance Targets: Use case shows how business users are able to evaluate alignment of their work with business objectives and process goals, and verify performance targets (service levels and KPIs) and customer outcomes, through automated rules or by user feedback, presented as a process dashboard, balanced scorecard, and data visualization. ◦ Timeline: Use case shows how a case manager can plan timelines for the case, including the identification of stages and milestones. ◦ Ad-hoc Targets: Use case shows how business users are enabled to add goals and performance measurements (KPIs) at runtime that were not previously anticipated. ◦ Terminology/Ontology: Use case shows how a business terminology/ontology is utilized by the business users to describe cases, tasks, templates, rules, states and semantic relationships between those. 6
  7. 7. ACM Challenge 2 Evolving Processes for New and Existing Cases ◦ Templates: Use case shows how business users can use task templates (with embedded resources such as data, forms, content, rules, UI), for initiating new cases without requiring IT/developer involvement or redeployment. ◦ Extending Template: Use case shows how business users can extend a case goal by adding tasks with related pre/post dependencies or rules, without requiring IT/developer involvement or redeployment. ◦ New Triggers: Use case shows how well the business user is able to receive external triggers, notification of events and other information, and automatically assign them either to existing cases and tasks or alternatively create new tasks, without requiring IT/developer involvement or redeployment. ◦ Case Linking: Use case shows how a business user can link certain instances of case/process goals with other cases and create case-to-case dependencies at runtime. 7
  8. 8. ACM Challenge 3 Enabling Collaboration ◦ Define Resources: Use case shows how non-technical business users can define business resources (documents, tasks, templates, rules, wizards) and make them available to the performers who use them in their cases. ◦ Broadcast: Use case shows how business users can engage in social collaboration, making people, tasks and resources publicly searchable or available to interested users by subscription. ◦ Personal Relationships: Use case shows how business users can define and share a list of performers and their organizational relationships, including skill profiles and expertise, enabling experts to be drawn into cases as needed. ◦ Mobile: Use case shows how business users are able to perform casework as mobile users and promote casework to other mobile users, with nearly the same power and flexibility of a stationary workstation. ◦ Unified Communications: Use case shows how business users can utilize email, Twitter, or other social media means to invite collaboration/communication from within the case and record of such conversations becomes part of the case history. 8
  9. 9. ACM Challenge 4 Capturing Data and Content ◦ Capture: Use case shows how business users can perform casework through automatic import of data from external sources such as email, email attachments, scanned documents, triggers from silo-apps, tweets, and other sources, including dynamic and static exchanges between participants, to change the state and progress of a case. ◦ Ad-Hoc Capture: Use case shows how a case manager can incorporate an unanticipated document or measured value into a case. ◦ Map To Terminology: Use case shows how the business data and content are mapped to the business ontology or specific terminology of that business. Case managers are not forced to use a foreign or technical vocabulary. ◦ Return Routing: Use case shows how business content that was sent to an external partner or customer can be easily identified and received back into the case that sent it. 9
  10. 10. ACM Challenge 5 Exporting Data and Content ◦ Distribution: Use case shows how business users can create standard correspondence (letters, emails, text messages, etc.), and modify them as appropriate, at any point in the case, capturing the context of interaction and responses. ◦ Reports: Use case shows how business users can map business data into standard & adhoc reports and make those reports available to a wider audience by any means (web, social nets, cloud storage, beyond simply emailing the report). ◦ Feeds: Use case shows how business users can allow people to subscribe to cases and be informed of changes as they happen. ◦ State Rollup: Use case shows how content state controls task states and case goal achievement. ◦ Post Data: Use case shows how business users can select a service task or command that will write business data to an external data repository while ensuring that such actions are properly synchronized with the case state. 10
  11. 11. ACM Challenge 6 Configuring the Solution In-flight ◦ Directory Integration: Use case shows that existing user role and profile definitions (such as LDAP) can be used for user authorization. ◦ Authorization: Use case shows how case manager can ensure authorization, authentication, secure communication, and secure task delegation appropriate to the information needs of the case. ◦ Self Registration: Use case shows how business users can add themselves and set up their own profile if invited to a case. Can they bring their own identity (OpenID)? ◦ Schema Extension: Use case shows how non-technical business users can add new data fields for entry and reporting, and write rules that describe process logic, constraints, field validations, and formatting. ◦ Form Extension: Use case shows how non-technical business staff can define and modify role-based user interface definitions within the context of the case to create inbox, resource, activity, search, overview, and dashboard layouts. ◦ Change Control: Use case shows that the case manager can control who can modify which configuration elements (goal definitions, data access, content creation and capture, rule definitions, UI definitions). ◦ Multi-platform: Use case shows that such UI definitions and role profiles are usable in thick client, portal and mobile use cases of the solution. 11
  12. 12. ACM Challenge 7 Dynamic Access Control ◦ Admission: Use case shows how a case manager can make a document or form available to anyone, literally anyone without exception. Allowing a new, unanticipated person access is an easy, normal part of working on the case, and not viewed as an administrative capability. ◦ Granularity: Use case shows that the role and authority definitions allow fine- grained definition as to who can view modify certain elements of business content controlled by case and content state. ◦ Visibility: Use case shows how a case manager has visibility of what case information can be seen by whom, and can exclude access to anyone, or to particular documents/forms of the case. ◦ History Access: Use case shows how a case manager can see case history and make all or portions of it available to other users without violating access constraints within the case. History cannot be used to gain access to, or information about, things that are excluded from particular users. ◦ Archiving: Use case shows how business users can transition access control easily from active case mode (specific people, temporal situations) to closed case archive mode. ◦ Access to Template Library: Use case shows that role and authorization definition provides fine-grained control as to who can access, use and modify the template libraries that contain all the case template resources. 12
  13. 13. ACM Challenge 8 Providing Business Value ◦ Measured Value: Use case shows how business users can become more effective and efficient through the ability to identify cases, organize content distinctly from other cases, allow cross-references and linkages between cases. ◦ Improvement: Use case shows how business users can provide improved customer service and satisfaction through monitoring quality. ◦ Efficiency: Use case shows how business users can become more productive through reduced re-work, prioritizing activity across multiple cases, balancing workload, timeliness, and employee satisfaction. ◦ Training: Use case shows how business users through in-flight guidance can reduce how much training is required to learn case management skills, and how change management was facilitated for knowledge workers. ◦ Feedback: Use case shows that the solution enables rating of cases, tasks, resources and most of all customer outcomes and thus provides immediate feedback to the process owners without the need for later user surveys and statistical analysis. 13
  14. 14. ACM Challenge 9 Improving Processes ◦ Change Management: Use case shows that version control (subsequent) and variant (concurrent) handling of all case templates, elements and resources is provided in a change management setup that allows testing and functional simulation and that productive version changes are automatically deployed at defined times. ◦ Comparison: Use case shows that different execution paths of reaching process goals and outcomes can be compared to understand the trade-offs between process cost, completion times and perceived customer satisfaction. ◦ Process Mining: Use case shows how business users can gain insight into processes through a process mining capability that collects and processes external and internal event information to discover and improve processes. ◦ Audit: Use case shows how business users can audit individual cases and user actions for quality control, and for lessons learned using archive cases containing complete case history. 14
  15. 15. Categories Customer Facing Public Sector Healthcare Knowledge Worker Innovation 15
  16. 16. Finalists 2012 Cognocare System for Oncology nominated by IActive US Corp. Generali Hellas Insurance Company S.A. nominated by EMC HSBC Bank nominated by Newgen Software Technologies Ltd. JM Family Enterprise nominated by IBM New York State Department of Financial Services (NYSDFS) nominated by Eccentex Corp. New York State Office of Children and Family Services nominated by IBM 16
  17. 17. Finalists 2012 (continued) Norwegian Food Safety Authority nominated by Computas AS Paneon GmbH nominated by Adaptive GmbH QSuper Superannuation Fund nominated by OpenText Business Process Solutions Touchstone Health nominated by HandySoft Global Corporation UWV Netherlands nominated by Perceptive Software Vision Service Plan (VSP) nominated by OpenText Business Process Solutions 17
  18. 18. Conundrum Several submissions were ◦ Well written, compelling case studies ◦ Showed how performance can be improved ◦ Worthy of publication But … they were NOT examples of Adaptive Case Management according to the criteria 18
  19. 19. Style Spectrum of BPM Pre-programmed Not predefined Process Human Production Adaptive Driven Process Case Case Server Management Management Management IntegrationSee: Seven Categories to Replace BPM 19
  20. 20. Comparison PCM ACMCase Folder Centric Model Yes YesDecides at runtime which Case Worker Case Workerstate to go to nextStates Fixed Open EndedWho defines the goals? Developer Case WorkerWho defines the process? Developer Case WorkerDevelopment Model Traditional Adaptive 20
  21. 21. Production Case Management Special Honorary Category Well-written and compelling case studies of non-adaptive applications Provides a contrast to appreciate the innovative approach of ACM There is a place for PCM as well 21
  22. 22. Special Honorable Mention Special Award for JM Family Enterprise Production Case Management nominated by IBM Poland 22
  23. 23. Special Honorable Mention Special Award for New York State Production Case Management Department of Financial Services nominated by Eccentex Corp 23
  24. 24. Special Honorable Mention Special Award for Touchstone Health Production Case Management nominated by HandySoft Global Corporation 24
  25. 25. Adaptive Case Management Awardsby Category 25
  26. 26. Customer Facing Category Silver Award HSBC Bank nominated by Newgen Software Technologies Ltd 26
  27. 27. Customer Facing Category Gold Award Generali Hellas Insurance Company S.A. nominated by EMC 27
  28. 28. Healthcare Category Silver Award Vision Service Plan (VSP) nominated by OpenText Business Process Solutions 28
  29. 29. Healthcare Category Gold Award CognocareHellas Generali System Insurance Company for Oncology S.A. by nominated IActive US Corp nominated by 29
  30. 30. Public Sector Category New York State Office Special Mention of Children and Family Services nominated by IBM 30
  31. 31. Public Sector Category QSuper Silver Award Superannuation Fund nominated by OpenText Business Process Solutions 31
  32. 32. Public Sector Category Gold Award Norwegian Food Generali Hellas Insurance Company Safety Authority S.A. by nominated Computas AS nominated by 32
  33. 33. Innovation Category Gold Award Paneon GmbH nominated by Adaptive GmbH 33
  34. 34. Best of Show Judges Choice Award UWV, Netherlands nominated by Perceptive Software 34
  35. 35. 2012 Winners Recap PCM Special Mention  Public Sector SpecialJM Family Enterprise, MentionNew York State Department of New York State Office of Children Financial Services (NYSDFS), and Family ServicesTouchstone Health  Public Sector Silver Winner Customer Facing Silver QSuper Superannuation Fund Winner  Public Sector Gold WinnerHSBC Bank Norwegian Food Safety Authority Customer Facing Gold Winner  Knowledge Worker Innovation Gold WinnerGenerali Hellas Insurance Company S.A. Paneon GmbH Healthcare Silver Winner  Knowledge Worker InnovationVision Service Plan (VSP) Judges Choice Award and Healthcare Gold Winner Overall WinnerCognocare System for Oncology UWV, Netherlands 35
  36. 36. Thank you! Our congratulations again to the Finalists and Winners. Keith Swenson, WfMC Chair, Nathaniel Palmer, Executive Director, WfMC Layna Fischer, Awards Director and Publisher Future Strategies Inc. Streaming live video (36 minutes) of this presentation is available at http://www.adaptivecasemanagement.org/ Media support by 36
  37. 37. Both books are available on Amazon.com in Print Format.“Taming the Unpredictable” Digital Edition can be downloaded from www.FutStrat.com
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